Books

Recently, I had the opportunity to do a podcast about The Toyota Way to Service Excellence: Lean Transformation in Service Organizations, with Mark Graban. Mark Graban is a lean consultant, author and expert on Lean in healthcare. His blog posts and podcasts have been attracting viewers to his blog, LeanBlog.org since 2005.

Mark and I discussed many topics including:

• Why lean is more important in services than manufacturing
• The importance of correct practice with a coach
• The difference between lean transformation and striving for actually create and deliver peak service experiences

I hope you enjoy listening to the podcast.

To listen to the podcast, visit the Leanblog.org today!

Last week I had the great pleasure to be interviewed about The Toyota Way to Service Excellence: Lean Transformation in Service Organizations, by Joel Gross from The KaiZone.

Joel really dug into the book and asked many great questions including:

• The beginning of the book focuses heavily on purpose. How would you describe your personal mission statement for writing the book?
• Do we need to think differently when applying The Toyota Way in service environments rather than manufacturing environment? How do we need to do that taking into account the model of four different types of services?
• How can we find consultants that will help us the most in services?

To read or listen to the interview, visit the KaiZone website today!